IT Helpdesk Support Apprentice
OX365 LIMITED

Initially, with total support but working towards unsupervised, you will be expected to fulfil the following functions: being first point of contact for all enquiries, both via phone and the internal helpdesk system, logging all support tickets calls within the helpdesk system, ensuring that all issues are progressed to meet agreed SLA targets.

Apprenticeship duration

Possible start date

Date posted

Apprenticeship level

Reference number

Positions

Initially with total support but working towards unsupervised you will be expected to fulfil the following functions:

Being first point of contact for all enquiries, both via phone and the internal helpdesk system.

Logging all support tickets calls within the helpdesk system.

Ensuring that all issues are progressed to meet agreed SLA targets.

Ensuring that all issues are kept up to date and the customer is informed of the progress.

Repairing PCs, laptops, phones and tablets in the workshop.

Assisting with onsite hardware installations, support calls, and cabling.

Requirements and prospects

Desired skills

Strong communication skills (specifically over the phone and by e-mail)

Fluency in spoken and written English

The aptitude/ability to work in an organised manner, under pressure and methodically

Flexibility to cover extended hours where necessary.

Most importantly the ability to learn and retain knowledge quickly

Personal qualities

Organised

Natural problem solver

Flexible

Love of computers!

Qualifications required

A minimum of 5 GCSE’s C and above Including Maths and English (or equivalents)

Future prospects

• The methods to fulfil the above duties
• How to liaise directly with a diverse range of end users from multiple departments
• Effective communication skills (specifically over the phone and by e-mail)
• Managing varying workloads and prioritisation of tasks and work orders
• Computer repair
• Networking principles, including physical topologies, sub-netting and routing

Things to consider

Apprenticeship National Minimum Wage (ANMW): The National Minimum Wage for Apprentices is £3.50 per hour. This is the legal minimum pay per hour applying to 16-18-year-old apprentices and those aged 19 and over in the first year of their apprenticeship. For apprentices 19 or over who have completed their first year and are continuing their apprenticeship, the National Minimum wage appropriate to their age applies.
It is highly important that you do not contact the Employers directly – any attempt of this may invalidate candidate’s application. Should you have any queries regarding your Application or the job itself, please contact your 3aaa Training Academy.

About the employer

We support the IT requirements of small to medium businesses allowing our clients to concentrate on developing their business. In every new proposal for existing or new customers we look at the cost/benefit equation to balance business efficiency and capability against cost while minimising potential risks.
Through many years of IT service provision we have noted significant customer employee time savings from a close relationship with their IT team. OX365 gives your staff an engineer at the end of the phone they feel they can call for the most minor of issues reducing lost time. We pride ourselves on a personable approach to IT servicing and look to integrate our engineers into your organisation as part of your IT department to maximise efficiency.

Employer

Address

1

Oxford Road

Oxford

OX44 9DA

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Training provider

Throughout the duration of your Apprenticeship (typically 15 months) you will be required to attend the 3aaa Technology Academy in Reading for 30 days of training across five months featuring structured training. The remainder of your training will be completed in the workplace with your Employer.

You will work towards a Level 3 Apprenticeship standard – Infrastructure Technician. The qualifications consist of:

Level 2 Functional Skills English and Maths (if applicable)

Knowledge Module 1 - Networking and Architecture

Knowledge Module 2 - Mobile and Operating Systems

Knowledge Module 3 - Cloud Services

Knowledge Module 4 - Coding and Logic

Knowledge Module 5 - Business Processes

One vendor certification selected based on your job role and individual capabilities (Typically a Microsoft Technical Associate (MTA) certification)

Knowledge Modules are specified by the British Computer Society (BCS).

Apprenticeship standard

Digital Industries > Infrastructure Technician

Training provider

ASPIRE ACHIEVE ADVANCE LIMITED

Applications for this apprenticeship are being processed by ASPIRE ACHIEVE ADVANCE LIMITED

Contact

floydmills@3aaa.co.uk

Before you apply

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